• Report: #237371

Complaint Review: Innovative Merchant Solutions

  • Submitted: Wed, February 28, 2007
  • Updated: Thu, March 15, 2007

  • Reported By:Miami Beach Florida
Innovative Merchant Solutions
26541 Agoura Road, Calabasas, California U.S.A.

Innovative Merchant Solutions Deceptive, Dishonest In Order to Get Sale - HORRIBLE Customer Service Calabasas Nationwide

*UPDATE Employee: Merchant Agreement Terms and Conditions

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I recently signed up with Innovative Merchant Solutions in September 2006, an Intuit Co. with Ryan Carr whom I found out no longer works there. I specifically asked him if there was a contract or cancellation fee or application fee and he said no that I could cancel anytime with no problems.

However, I spoke w/ a rep about cancelling and they said I will be charged the cancellation fee of $295 after it have been signed up for 6 months. If I was to cancel right now it would be $395. When I signed up I specifically aked the rep if there was a cancellation fee or contract and he said no. That is one of the reasons I went with IMS.

The rep yesterday told me I could go to a lawyer but it wouldn't matter because it was in the fine print that I didn't read clearly. Also, he said the reps who sign us up are independent contractors and IMS doesn't have control over what they do. I asked if they recorded the conversations and they said no. I was never given the 47 page agreement and I didn't go online to read it either. So, I have finally learned that I must read ALL of the fine print and not trust anyone's word!

Lastly, I in December of 2006 I was charged $75 in December which I found out happens every year for their services. I called to speak with a customer service rep and the receptionist asked what it was regarding and I told her about the $75 and she referred me to the exact page in the agreement that I never received. I am assuming she received a lot of these calls that month that is why she knew the exact page, etc.

I complained to a supervisor, Ana Lee Johnson two weeks ago and she said she would put in a request for the $75 to be refunded for the inconvenience however I would be charged in the future. However, it is only a "request" and who knows if it will even be approved, etc.

The customer service has been horrible and I feel violated since I was lied to over the phone in order for someone to get a sale. Also, I worked with Brandon in December to have him change our address and bank accont number, to this day it still has not been done! I faxed the the info in again yesterday. And I need to pay fees to change my address, etc. This info is also buried in the 47 page agreement that I never received but had to find it online.

Beware of IMS!

Miami Beach, Florida

This report was posted on Ripoff Report on 02/28/2007 10:27 AM and is a permanent record located here: http://www.ripoffreport.com/reports/innovative-merchant-solutions/calabasas-california-91302/innovative-merchant-solutions-deceptive-dishonest-in-order-to-get-sale-horrible-custome-237371. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Merchant Agreement Terms and Conditions

AUTHOR: Leanne - (U.S.A.)

The Merchant Agreement states the Termination Fee, but it is also listed on the Merchant Application 1/4" above the customer's signature. Because the representatives ARE independent as the consumer states, we place language above the signature stating the customer agrees that have received, read and agree to the terms of the Merchant Agreement. A website is also given so the customer could bring it up online if necessary.

It is true, we do ask that the merchant take some time to review the contract. It is also true there is lots of information in that contract. However we have entities such as Visa and MasterCard dictating many of the terms and conditions of the relationship between the merchants and ourselves, and we are responsible for explaining how the relationship works. This is for the benefit of the Merchant, but only the Merchant can take the time to sit and read the Terms and Conditions.

However it is NOT TRUE that we charge for an address change. There is a $25 DDA Change Fee as some merchants change their accounts monthly and it becomes an expensive endeavor in regard to man hours. If the requested changes have not yet been made, please contact the Quality Assurance Dept. They will be happy to research the issue and assist you further as this is the department where the changes are made.
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